Operations Business Analyst

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

The Operations Business Analysts will evaluate the Operations’ Performance & KPIs and offer recommendations to increase efficiency. They conduct analysis to identify and evaluate issues and areas for improvement.

Responsibilities:

• Analyse client’s data and internal data to provide performance analysis which will include topics related to WFM / QA / Training.
• Verify the compliance of the implemented solutions with the analyzed requirements
• Collaborate with other departments to ensure 360 view on all needed account metrics
• Implement dashboards, KPIs, analysis tools and decision support tools to monitor performance, customer objectives and project profitability
• Review the process and suggest improvement plans and initiatives to the client
• Preparing needed business reviews and reports.

Qualifications:

• Excellent command of the English language, with excellent verbal and written skills.
• Excellent Analytical Skills and problem solving skills
• Ability to multi-task, organize, and prioritize work